Senior Fleet Experience Manager, Global Fleet and Products

TN United Kingdom; London; On-site; GBP 55,000 - 85,000; Full time

Job summary

An established industry player is seeking a Senior Fleet Experience Manager to lead product development and enhance services for Delivery Service Partners across the EU. This role involves driving performance through collaboration with multiple teams, focusing on customer feedback, and innovating solutions to improve partner experiences. Candidates should possess strong project management skills and the ability to influence stakeholders at various levels. This is a unique opportunity to make a significant impact in a rapidly evolving logistics environment, offering a chance to innovate and drive change.

Qualifications

• Proven ability to deliver results through matrix management.
• Experience influencing cross-functional teams at senior leadership levels.

Responsibilities

• Analyze customer feedback to identify service improvement opportunities.
• Collaborate with the DSP experience team to enhance measurement and performance.

Skills

Project Management

Stakeholder Engagement

Communication Skills

Data Analysis

Customer Service

Education

Bachelor’s degree in a relevant field

MBA

Tools

Six Sigma

PMP/Prince2

Job description

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Senior Fleet Experience Manager, Global Fleet and Products, London

Client:

Amazon UK Services Ltd.

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

02ac2016bbdc

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

Global Fleet and Products are seeking a Senior Manager, Fleet Experience to lead the development of new products and enhance existing ones to improve the experience and productivity of our Delivery Service Partners (DSPs) across the EU. The Program Manager will be responsible for expanding listening mechanisms for our partners to ensure we provide the best level of service. They will innovate new mechanisms for capturing feedback and building programs to remove key pain points for our partners. They will also be responsible for launching new and exciting value-added services.

Team Exposure: As Program Manager, Fleet Experience, you will drive the performance of Global Fleet and Products (GFP) services we offer to DSPs. This requires influencing multiple functions within GFP to ensure our products and services add value to our partners. The role involves working closely with finance to identify cost opportunities, business leaders, product managers, program managers, and counterparts across the DSP Program organization. You will collaborate on cross-organizational projects to define how GFP projects impact DSP operations, aiming for optimal end-state products that meet DSP needs and drive change when defects are identified.

Success in this role: Customer obsession is critical. Candidates should prioritize listening to partner needs and inventing innovative support solutions. Strong project management, effective communication, influencing skills, and adaptability to a rapidly evolving environment are essential. The role offers opportunities to innovate through building creative solutions for our partners’ problems.

Key job responsibilities

• Analyze, report, and act on customer feedback data to identify and pursue opportunities for service improvement.
• Enhance measurement and performance by combining sentiment data (qualitative) with service benchmarking (quantitative).
• Establish and maintain close collaboration with the DSP experience team.
• Write or contribute to business cases based on stakeholder information.
• Prioritize impactful projects, obtain approval from relevant leaders, and allocate resources.
• Take accountability, provide status updates, escalate issues promptly.
• Maintain project schedules aligned with milestones and Go-Live dates.

About the team

Amazon Logistics (AMZL) is Amazon's "Last Mile" delivery service, responsible for delivering packages globally. Our Global Fleet & Products (GFP) team shapes the future of this expanding business by building the safest and most sustainable last mile delivery fleet.

BASIC QUALIFICATIONS

• Bachelor’s degree in a relevant field
• Proven ability to deliver results through others via matrix management and stakeholder engagement
• Experience influencing and interacting with cross-functional teams at senior leadership levels
• Strong partnership-building skills with internal and external stakeholders
• Effective communication skills (written and verbal) with high accuracy and attention to detail
• Ability to work with various organizations, management levels, cultures, and personalities
• Proficiency in managing upwards, working with leaders to prioritize and drive change

PREFERRED QUALIFICATIONS

• MBA
• Experience in the logistics industry
• Six Sigma certification
• PMP / Prince2 certification
• Fleet Management experience